Travel service providers only focus on the particular window in the overal travel experience that they see their market in. This makes it difficult for travellers to keep oversight of all parts of the journey - especially when plans change.
Whilst at the BIO Agency, I was one of the designers leading Customer Experience in this major digital transformation project. One of the outcomes was the new central feature in the mobile app: A timeline that helps passengers manage their journey from start to finish, door to door.
My tasks during this project included ethnographic research, service and UX design, generation of assets such as wireframes, user flows and blueprints, as well as usability testing and presenting results back to the client. Work was produced through a rapid and customer centric Agile approach, including weekly prototyping and testing.
Working across three different work streams and with multiple stakeholders inside this large and prestigious business, collaboration and communication was key: For example, I reported testing outcomes directly back to the client, held workshops with business and design teams to create concepts, and explained the chain of thought behind strategic decisions.
This project is now live on selected routes.
While business goals will take a while to be measurable, the new app is already getting some great responses online.
See how I helped a medical technology startup create their key products across mobile, web and IoT devices.